Guest Relations Manager

Job Purpose:

• To create 100% guest satisfaction by maintaining smooth and efficient operation and maximize full potential with a balanced focus on mission, guest, employee and standards in performing all key areas of accountability and other essential duties and responsibilities.

• GRM is responsible to monitor the Guest Relations Supervisor, Receptionists, Drivers and Door Attendant. He / She is responsible for the guest’s satisfaction in accordance with the Landmark Standard. Achieve a high level of guest’s satisfaction, consistency and efficiency in service and politeness among the members of the staff. Control the Front Office. He / She must be well presented at all times and conduct themselves in an appropriate manner, maintaining the standards set down by The Hong Kong and Shanghai Hotels

Key Accountabilities:

1. Ensure that Guest Relations Team is prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out.

2. Supervise day-to-day Guest Relations Department.

3. Set departmental objectives, work schedules, budgets, policies, and procedures.

4. Monitor the appearance, standards, and performance of the Guest Relations Team with an emphasis on service and teamwork.

5. Ensure team members have current knowledge of products, services, pricing and policies.

6. Monitor resident satisfaction reports and implement actions to improve results.

7. Maintain good communication and working relationships with all departments.

8. Monitor Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition.

9. Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue.

10. Monitor Front Office, and particularly Guest Relations personnel, to ensure priority members known repeat residents and other VIPs receive special attention and recognition.

11. Ensure the departmental budgets are strictly adhered to.

12. Be familiar with the Human Resources procedures.

13. Control the hygiene and cleanliness of work area, equipment and material.

14. Optimize the sales by suggestive selling; train staff on selling techniques and ensure that they are implemented.

Annual Leave: 14 days per year; 1 day will be increased for every three consecutive years’ service to a max. of 25 days per year.

Medical Coverage for the Employee and immediate dependents.

Bonuses and Allowance.

Training and development.

Required Skills and Knowledge:

• Strong background, knowledge and expertise in property/hotel customer care.

• Highly effective communicator, both in Vietnamese and English.

• Highly developed, demonstrates management skills.

• Good command in Microsoft Office and PMS (Property Management System)

• Standard Work Hours: Monday to Friday 8:30 am to 5:30 pm and can work in shifts when required.

Experience:

• Minimum 5 years’ experience in international property/hotel as a Guest Relations Manager/Front Office Manager or similar in Vietnam.

• Experience in supervising and managing property/hotel Guest Relations/Front Office Department.

Education:

• Bachelor's Degree in Hospitality/Tourism or related.

Ms. Phan Hoang Tuong Vy - Human Resources Department

Email: Tin đã hết hạn

Phone: 84-28-38222098 – Ext: 207